Michael Taad Email & Phone Number

In addition to previous roles:• Advanced knowledge of software troubleshooting and problem solving. • Advanced knowledge of the product and related systems, upstream and downstream. Can reliably explain the journey a piece of data takes through various internal systems as it is generated, processed, and presented to the customer.• In-depth knowledge and can provide guidance and general instruction on expected product functionality in variety of scenarios• Monitor and pursue continuous improvement on Team metrics and SLAs. Regularly meets or exceeds established SLAs for feedback responsiveness and provides praise-worthy customer experience on submitted feedback.• Advanced use of software tools, test hardware, databases, and other data sources to identify and explain root cause of defects.• Work closely with product delivery teams when needed to identify and troubleshoot more complex bugs and incidents. • Suggests enhancements to existing update and version management procedures that improve efficiency. • Finds new and better ways of using internal tools to increase efficiency and find new datapoints.• Mentor others on how to conduct root cause analysis and report on results.

(CivicPlus acquires Optimere/Monsido)In addition to previous roles:• Document reported issues via ZenDesk, JIRA and SalesForce• Coordinate with leadership in identifying opportunities of growth• Take ownership of more complex/technical cases to alleviate burden on product/development teams. Enabling a rapid turn time and increased productivity• Take initiative in identifying possible setbacks for sales team and quickly resolving issues to avoid delays• Increase cross departmental/vertical transparency to create a more seamless customer experience• Tailor the communication of more technical concepts to specific audiences

In addition to previous role:• Assist in identifying opportunities of growth within the company and department• Proactively inspect accounts to effectively anticipate customer needs• Counsel customers on more technical aspects of the platform• Cooperate with development and product teams for more complex resolutions• Gather and analyze data for product enhancements• Aid the sales team with technical skills to resolve issues and inquiries• Collaborate with leadership to gain insightful feedback on cultivating growth

San Diego, California, United States

• Administrative onboarding and welcome calls via phone and web conference• Education on product information including function, specifications, purpose, and developments in product design• Answer inbound calls & chat, listen and resolve customers’ concerns and questions, and then respond accordingly.• Work with internal teams, including sales, product, marketing, and support to ensure that customer expectations are met and exceeded• Provide proactive customer follow-up and issue management, including coordination of customer calls.• Check in with clients at least once per quarter and when needed, to continuously give them the best customer experience possible, making sure they feel supported at all times• Training and coaching activities based on customer needs to ensure customer ROI and repeat business• Identify upsell opportunities to expand the customer’s use and value from the platform and thereby generate more revenue• Technical product and escalation inquiries• Reduce monthly churn consistently• Meet or exceed performance metrics.

San Diego, California, United States

• Act as the second line of communication with clients, thus focusing intently on customer satisfaction and relationship management.• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and departments.• Serve as the voice of the customer by providing internal feedback on how we can maximize customer value and resolve customer concerns with urgency.• Answer inbound calls, listen and resolve customers’ concerns and questions, and then respond accordingly.• Proactively conduct customer outbound phone calls to successfully:• Resolve outstanding billing balances• Spearhead initiative to track outstanding balances and have retrieved $36,000 on a monthly basis• Training and coaching activities based on customer needs to ensure customer ROI and repeat business• Administrative onboarding tasks such as IDX approval, website customization, etc• Technical product and escalation inquiries (domain and technical/bugs)• Provide proactive customer follow-up and issue management, including coordination of customer calls.• Ensure customer is heard throughout escalation process.• De-escalate existing clientele and reduce monthly churn consistently• Meet or exceed escalation performance metrics.• Focus on problem avoidance in escalation process with R & D and Sales & Service teams• Ensure ongoing customer satisfaction through timely response and resolution• Access technical issues and identify solutions.• Assist management in day to day responsibilities along with managing support staff• Conduct audits and reviews of customer support staff to help streamline process and procedures to be the most effective and efficient• During these audits have helped identify opportunities to increase CSAT from 60% range up to 90%+

San Diego, California, United States

- Completed internal project on Z57 Support Website to update and provide relevant information- Train, mentor and lead Contour representatives in Pakistan- Primary liaison between Contour and other departments as well a account managers- Spear head, develop and define Tier 2 support role- Provide simultaneous support to multiple brands via phone, email, chat or other channels as defined for each brand- Identify and assess customers’ needs to achieve satisfaction via phone and email- Keep records of customer interactions, process customer accounts and file documents- Provide customer-obsessed service and go the extra mile on every interaction to engage customers- Provide technical and marketing training to clients- Provide solutions to customer complaints and escalated issues- Troubleshoots product issues- Work closely with a tight-knit, energetic team- Attend company and department training and meetings, as necessary- Key in revising department processes to become more effective and efficient- Lead in developing tracking metrics to improve department functionality

San Diego, California, United States

• B2B acquisition of new customers monthly as well as handle customer retention and inquiry• Consult current client base and determine need of more products• 400 out-bound or in-bound calls and e-mails per day• Track relevant qualification and lead management activity through Netsuite (CRM)• Develop and execute a on a strong prospecting plan of attack, including scripts and audience segmentation and approach• Meet and exceed opportunity/appointment quota through phone-based prospecting and lead qualification• Provide value added marketing intelligence to the sales, product and customer success teams• Effectively communicate value proposition and be able to react to objection and competitive questions• Proactively manage your schedule, leads pipeline, and campaigns in order to meet milestones and quarterly objectives• Ability to work independently and accountable for day to day responsibilities while being able to collaboratively work with a team to achieve monthly goals

Cerritos, Ca / Van Nuys, Ca / Corona, Ca

• Full cycle client service from implementation of financial plan, filing of necessary work, and follow-up throughout duration of plan and after.• Assist individuals by designing and implementing personalized financial plans to create wealth and eliminate debt • Present financial services and solutions from the top financial institutions in the industry• Manage a team of diverse associates on how to best serve the needs of our clients and communities• Collaborate with other directors and their associates to ensure a uniform best practice within our industry • Team with other directors to manage the development of other associates who require specific training•Key note speaker in various training formats such as convention and office settings• Train/mentor new and current associates on the assessment skills required to develop individualized financial plans for clientele.• Develop associates into self-sufficient leaders with necessary skills and traits to do the same• Delegate back office duties as necessary to trainees and associates• Adhere to each client’s and associate’s right to confidentiality regarding extremely sensitive information• Complete 50-100 out-bound or in-bound calls and e-mails per day

Pomona, Ca

• Thoroughly assessed patients and managed Achieva PSO2 ventilator at bedside and during transport • Conducted routine prescribed treatments and monitored oxygen and medical gas therapy• Airway management including tracheostomy tube change and pulmonary hygiene • Implemented Passy Muir valve and monitored patients per physician order• Performed daily tracheostomy care • Performed daily minimum leak technique • Sputum induction

Garden Grove, Ca

• Administered humidity, bland aerosol therapy, and prescribed treatments in ICU, Telemetry, L&D, NICU and E.R.• Obtained arterial, brachial and femoral blood gases, altered therapy per doctor’s order• Conducted hyperinflation therapy with BiPAP• Provide postural drainage and percussion with a powered vibrating percussor• Assisted with weaning of patient off the Esprit ventilator• Assisted physician during intubation procedures• Performed cardiopulmonary resuscitation• Monitored and adjusted ventilator parameters, as well as perfom SST/EST on Esprit ventilators• Performed bedside spirometry• Assisted with Cesarean section, natural births, and cord blood• Performed 12 lead EKG• Assisted with ventilation during patient transport pre and post-op

Gardena, Ca

• Thorough patient assessment and ventilator management of Esprit ventilator at bedside and transport• Performed daily tracheostomy care • Safely changed ventilator circuits, bubble humidifiers and suction canisters as need• Obtained arterial, brachial and femoral blood gases, altered therapy per doctor’s order• Assisted in bronchoscopy procedures

Greater Los Angeles Area

• Patient assessment, airway and ventilator management with PB 840• Administration of medication through IPPB• Therapy for patients with chronic respiratory diseases • Safely changed ventilator circuits, bubble humidifiers and suction canisters as need

Brea, California Area

• Train new employees in how to efficiently function as a server while handling multiple tables and working with others.• Work with other wait staff and the back of the house to provide fast and efficient food service• Provide excellent customer service to multiple guests through time management, multi-tasking and organization • Excel beyond sales goals throughout each shift by consistently turning tables and maintaining error-free transactions,• Uphold 100% compliance to health and safety standards • Become part of the dining experience through offering suggestions and recommendations

Fresno, California Area

During my time of employment I performed typical catering duties such as: setting up for various events, bartend if it calls for it and manage employees that are working under me. Self-reliance, the ability to work with the clients and management to resolve any issues, problems or concerns, implement and maintain health code policies and procedures and direct staff members to create flawless events in a consistent and high-quality manner.

Associate Of Science (As), Respiratory Care Therapy/Therapist

I obtained skills in patient care and evaluation during my education, clinical internships and work experience. My experience as a student.

Kinesiology And Exercise Science

Kinesiology And Exercise Science

Activities and Societies: Delta Upsilon